Your new company
Global Telco firm looking for a hands on Service Reliability Manager to join the wider team. You will be responsible for the effective running and continuous improvement of all existing platforms. You will spearhead our reliability by effective ownership of processes directing our internal teams to embody core SRE principles

Your new role

We’re utilising the principles of Site Reliability Engineering, this means during any single incident you’ll need to:

• Be the point of contact for all major incidents impacting Digital Technology, tools and services.
• Own and drive service restoration as quickly as possible during major incidents.
• Keep accurate and timely communication of status and progress to all relevant stakeholders.
• Conduct an efficient, accurate, and prompt incident triaging process to ensure that only valid alerts are promoted as incidents.
• Perform proper categorization and prioritization of incidents using Digital Tech tooling
• Coordinate reported incidents from to our product and engineering teams through investigation of incidents using a suite of tools, and document your findings and recommendations.

• Post-incident restoration you’ll need to:
  • Introduce a blameless post-mortem culture
  • Host and run post-mortems for every incident
  • Create and publish post-incident reviews

• Broadly you’ll need to:
  • Maintain the Digital Tech emergency/crisis response and management process
  • Define and drive adherence to SLO’s
  • Track and report on service outages, releases, SLO’s, OKR’s
  • Create and hold reviews with senior leadership, product teams/squads.
  • Handle service introduction for new technologies and products
  • Create and drive self-service capabilities with squads/products to enable autonomy and clear ownership
  • Enable continuous build and deployment with modern release management
  • Be responsible for reliable product launches
  • Understand the entire product line-up and how our customers consume the products
  • Understand the underlying technologies that create our products
  • Be proficient in Digital Tech tooling such as (Splunk, Dynatrace, JSM, OpsGenie, Prometheus, GCP: (GA, Logs Explorer, Monitoring Dashboard etc))
  • Maintain a service catalogue of Digital Tech
  • Knowledge management
  • Define and enforce our Digital standards for new products and technologies (SLO, error budgets, service contracts)
  • Ownership of all processes (e.g. service introduction, incident, problem, release etc)

What you'll need to succeed

Skills & Competencies

• Proven track record of working within Service Management/Operational teams
• A self-starting and proactive attitude
• Excellent organisational and influencing skills
• Senior stakeholder management and presentation skills
• Self and team motivation skills
• Ability to analyse, execute and evaluate operational improvements to time, cost and quality targets
• Excellent communicator; both formally and informally
• Ability to demonstrate innovative thinking, applying strategic focus

Key Interfaces

• All other functions within the Digital organisation, including product, engineering and business teams.
• CTO/CIO/LG
• Commercial and Marketing
• 3rd Party Vendors
• Incident Management

Additional

• It’s a fact of operations, service reliability events will happen. It goes without saying, there may be occasions where people will need your help and assistance outside of your core hours.

What you'll get in return
Flexible working options available.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #4347958